New here I have Liberty 12 and I am only getting a 2.5mbps doiwnload what is up

  • 1
  • Question
  • Updated 1 year ago
  • In Progress
I am not getting the download speeds I am paying for. Last night I was getting 1.7MBPS What that is going nowhere
Photo of Marjorie Padgett Morris

Marjorie Padgett Morris

  • 1 Post
  • 0 Reply Likes

Posted 1 year ago

  • 1
Photo of Old Labs (VS1-329)

Old Labs (VS1-329)

  • 3823 Posts
  • 3861 Reply Likes
During peak usage periods (typically during the evening when everybody wants to be online and demand is high), there's insufficient satellite capacity to satisfy everyone's demands on many spot beams (results vary by service area).

For example, during prime time hours recently my "speeds" (it's really not speed but rather a capacity issue) have been in the 4 mbps range despite not having exceeded my monthly data plan; however, during the day when demand is lower they are consistently above 12 mpbs.

If you've exceeded your monthly data plan, be prepared for much worse during prime time.

Until the new satellite is placed into service (6-7 months from now), don't expect any relief. Nobody's happy about it but some of us have shifted our usage patterns to take advantage of non-peak hours - unfortunately not everybody has that luxury.

P.S. I'll assume you meant 1.7 mbps (bits vs. bytes) ;)  
(Edited)
Photo of Bev

Bev, Champion

  • 3067 Posts
  • 1285 Reply Likes
Many things can cause slower speed. Have you used all of your priority data? Was this between 4PM and 2 AM? (Peak times, congestion on your beam likely.) Were you doing anything else online while downloading? (multiple downloads simultaneously, browsing and downloading, streaming and downloading, etc...)
Photo of Brad

Brad, Viasat Employee

  • 3090 Posts
  • 1089 Reply Likes
Old Labs and Bev are correct. During our peak hours the speeds may slow when the network is at capacity but other factors could be at play. If you email us at exedelistens@viasat.com we can take a closer look for you to rule out any out of the ordinary problems that may occur. 

(also try resetting the router as that sometimes is the prime suspect)
Photo of Diana

Diana, Viasat Employee

  • 2233 Posts
  • 419 Reply Likes
Marjorie, the champions are correct. We will need to review your account to determine what is causing your speeds to be so slow.  Send an email with your account and contact information to exedelistens@viasat.com or call Exede Customer Service and they will troubleshoot with you at 855-463-9333.
Photo of Tim Spake

Tim Spake

  • 407 Posts
  • 204 Reply Likes
Does the answer make you feel better Marjorie? I too fell for the 12Mbps and upped it to the 25Mbps but I get about what you do most nights when i am home from work and want to use what I was sold. The "up to" is a smoke screen to hide behind while they go about selling someone else on this service. Good luck, hope you can get it bumped up somehow.